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The New Industry Standard in Business Telephony
Previously, buying a telephone system meant buying equipment. Today, building a communications network means selecting features. What exactly is a “feature”? A feature is a specific capability such as voicemail or remote access. IP-enabled phone systems deliver functionality through software and internet networking. Most companies looking to upgrade their phone system already have the physical hardware to support new features–namely, a computer network, telephone handsets, traditional phone wiring, perhaps even a traditional Private Branch Exchange (PBX). All of this hardware can be repurposed as part of a more advanced IP-enabled system.
In other words, choosing a new phone system means choosing features, not deciding whether to invest in sophisticated equipment. Even the smallest start-up can take advantage of advanced telephony features armed with nothing other than a high-speed Internet connection.
Today’s list of basic features goes well beyond voicemail and call waiting. Here’s an overview of the services available from industry leaders in IP telephony. VirtualPBX offers its clients the following features as part of its basic package:
-ACD queuing
-Dynamic agent presence
-Distributed call routing
-Follow-me calling
-Centralized voice mail
-Transfers between extensions
-Simplified web-based system management
-Auto-attendant with custom greetings***
-Company directory accessible by first or last name
-Selectable music or custom information on hold
-Scalability
-Integrated conferencing
Service provider Packet8 adds features such as ring groups, multiple call handling, and more. International Virtual Numbers’ Satellite Office” (remote access via any broadband connection) and “Flexible Extension Logic” enhance business continuity between offices. M5 incorporates such features as Hoteling, Fraud Monitoring, and Personal Auto-Attendant into its basic package. Hoteling enables employees to share a single workstation using a personal log-in, and auto-attendant allows the user to customize a personal directory (“Press one to leave me a voicemail, two to reach me on my mobile phone, and three for my assistant.”)
Special features are too vast to enumerate here. Advanced call accounting functionality is invaluable to call centers, law firms, and others who need precise phone recordkeeping. “Fax to Email” can be an important lifeline for a mobile sales force, enabling faxes from any remote computer via the corporate phone network. Your phone service representative can direct you to special features uniquely suited to your business needs.
Five Must-Have Features for Your Business
The optimal phone system for your company involves a unique configuration of available features. But certain basic innovations have become invaluable for any company doing business in today’s hypernetworked environment. Here are five features no business can afford to be without.
#1: Call Routing
Today’s call routing is light years beyond the technology that allowed your secretary to patch through a call to your extension. Routing enables continuity in a fragmented business environment, where multiple locations and mobile employees are standard.
Call routing allows for instant call forwarding, known as “Follow Me.” Calls to a desk phone can be instantly routed to a cell phone number, to your PDA, to your PC–anywhere you (or your backup staff) are.
Tiered call transfers also allow a business to maintain a single area code for phone lines across the network–even across the globe. Your client can call San Francisco and reach your customer support staff in India.
#2: Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is an asset for any business, ensuring that no call goes unanswered and that each call goes to the right extension. The phone system can be configured to transfer calls among a list of extensions, distributing calls by priority, availability, or any other customized “rules” you specify. For example:
-ACD can be programmed to ensure that if one employee is busy, the call goes to the first free line on the list. If your receptionist and secretary are on the line, for example, the call instantly goes to another employee.
-ACD technology can use caller ID to rank the caller based on data in your computer system, and instantly transfer “VIP” callers to your most qualified support staff.
Voicemail is becoming a thing of the past–callers increasingly expect instant access to your staff. If your line is busy, your ACD-empowered competition is standing by.
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